Version: eXtendFiles all versions
Audience: Administrator

Problem

When opening an eXtendFiles public upload link for a record, you receive a "Record not found" error.

Image Placeholder

You may see a message like:

{
    "success": false,
    "error": {
        "message": "Record not found.",
        "stack": "Error: Record not found."
    }
}

Cause

This error typically occurs when:

  • The link references an old or invalid entry for the record that the public upload link is generated against
  • The ID in the link doesn’t match what the record expects (for example, an older link was regenerated, receiving a new ID)
  • The eXtendFiles integration user doesn’t have access to the record’s subsidiary (NetSuite OneWorld ccounts)
  • The eXtendFiles integration user’s role doesn’t have permission to the underlying record type (for example, a custom record)

Solution

Follow these steps to troubleshoot and resolve the issue:

  1. Regenerate the link: Generate a new public upload link from the record and try again.
  2. Confirm you’re using the newest link: Avoid reusing older emails, or previously copied URLs.
  3. Verify the record the link is generated against: Confirm the record still exists in NetSuite and is the correct record for the upload request.
  4. Confirm subsidiary access (OneWorld): In NetSuite, verify the eXtendFiles integration user can access the subsidiary on the record.
  5. Confirm role permissions: In NetSuite, verify the integration user’s role can view the underlying record type (especially for custom records).

If the issue continues, gather the following and send it to support@extendtech.net:

  • Public upload URL
  • Record type and internal ID the link is for
  • eXtendFiles integration user and role
  • Whether the account is OneWorld and the record’s subsidiary
  • Screenshot of the error